topic Re: No internet connection in Broadband

No internet connection

lamf1969 — Sat, 03 Aug 2024 18:13:14 GMT

Sky internet and WiFi check saying all is good, however I have no internet & a red light on my router. Any suggestions? Thanks

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 18:21:33 GMT

@lamf1969 Can you run the service checker again and if it still comes back all good can you please click on the broadband button to run a updated broadband test.

Re: No internet connection

Kayb87 — Sat, 03 Aug 2024 18:21:57 GMT

I'm having the same problems despite it saying there is no issues in my area

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 18:26:59 GMT

@Kayb87 Follow what the information I put in post 2 please.

Re: No internet connection

Jakecrowdey — Sat, 03 Aug 2024 18:33:43 GMT

Same here! And yes I have run a broadband test before you suggest it. And it all still says fine yet I can't connect

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 18:38:44 GMT

@Jakecrowdey Was that going to the service checker with the little house behind it or did you click on the broadband button to run the broadband test?

Re: No internet connection

Jakecrowdey — Sat, 03 Aug 2024 18:40:59 GMT

It was the service checker with the house. I don't know how to do the other test. Looks like I'm not the only person having issues

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 18:42:49 GMT

@Jakecrowdey You need to click on the broadband button as the service checker is showing you historical data.

Re: No internet connection

Jakecrowdey — Sat, 03 Aug 2024 18:46:32 GMT

Apparently it's all fine but it's definitely not.

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 18:49:53 GMT

@JakecrowdeyDo you have the ability to call Sky as it would be quicker than escalation on the forum that would not be actioned on till tomorrow?

Re: No internet connection

lamf1969 — Sat, 03 Aug 2024 20:31:39 GMT

I tried the test again and got a tick next to

tests as below:

No known issues in your area

Your hub's connected

Everything looks ok

sorry for my ignorance but what is the broadband button? I've just got the connection device connection button on the front of the router if that's what you mean? Thanks for the help

Re: No internet connection

Highlinder — Sat, 03 Aug 2024 21:02:35 GMT

@lamf1969 Where is the red light on the router and is the only one that is on or is there others on the router of a different colour?

Re: No internet connection

Char1980 — Sat, 03 Aug 2024 21:12:19 GMT

Im having the same issue. I have the white hub.
the internet keeps dropping but when i run the test it says its fine. its so annoying

Re: No internet connection

lamf1969 — Sat, 03 Aug 2024 21:33:36 GMT

3 lights, each end they are green, the centre one that says "internet" is red

Re: No internet connection

Anonymous — Sat, 03 Aug 2024 21:46:38 GMT

In the MySky app take a look at your connected devices and see if there are devices that you don't recognise.

A solid amber internet light on the router accompanied by your services not showing any issue could suggest a crossed line. This would be confirmed if you see devices which you don't recognise.

This would require a call to customer services and an Openreach Engineer would be needed to visit your home.

Other causes of a solid amber internet light are an outage or a faulty router.

My money is on a crossed line.

Re: No internet connection

lamf1969 — Sat, 03 Aug 2024 22:37:14 GMT

Thank you for the reply & advice, appreciated

Re: No internet connection

CM_shn — Sat, 03 Aug 2024 23:39:44 GMT

Same - all tests says WiFi is fine but have no internet for any device to include alarm system.

the WiFi test is **bleep**!

Re: No internet connection

Highlinder — Sun, 04 Aug 2024 08:16:31 GMT

@lamf1969 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: No internet connection

Lisa-P1987 — Sun, 04 Aug 2024 08:30:27 GMT

Thanks for escalating this. We’ve sent lamf1969 an invite to chat.

Re: No internet connection

lamf1969 — Sun, 04 Aug 2024 09:33:28 GMT

Thank you so much, massively appreciated